AWS Storage Gateway User Guide
Troubleshooting Hardware Appliance Issues
2. At the prompt, type
3
to open the AWS Storage Gateway console.
3. Type
h
to open the
AVAILABLE COMMANDS
window.
4. • If you gateway is using a public endpoint, in the
AVAILABLE COMMANDS
window, type
open-
support-channel
to connect to customer support for AWS Storage Gateway. You must allow
TCP port 22 to initiate a support channel to AWS. When you connect to customer support, Storage
Gateway assigns you a support number. Make a note of your support number.
• If you gateway is using a VPC endpoint, in the
AVAILABLE COMMANDS
window, type
open-
support-channel
, If your gateway is not activated, provide the
VPC endpoint or IP
address
to connect to customer support for AWS Storage Gateway. You must allow TCP port 22
to initiate a support channel to AWS. When you connect to customer support, Storage Gateway
assigns you a support number. Make a note of your support number.
Note
The channel number is not a Transmission Control Protocol/User Datagram Protocol (TCP/
UDP) port number. Instead, the gateway makes a Secure Shell (SSH) (TCP 22) connection to
Storage Gateway servers and provides the support channel for the connection.
5. Once the support channel is established, provide your support service number to AWS Support so
AWS Support can provide troubleshooting assistance.
6. When the support session is completed, type
q
to end it.
7. Type
exit
to exit the AWS Storage Gateway console.
8. Follow the console menus to log out of the AWS Storage Gateway instance.
Troubleshooting Hardware Appliance Issues
The following topics discuss issues that you might encounter with the AWS Storage Gateway Hardware
Appliance, and suggestions on troubleshooting these.
You Can't Determine the Service IP Address
When attempting to connect to your service, make sure that you are using the service's IP address and
not the host IP address. Configure the service IP address in the service console, and the host IP address in
the hardware console. You see the hardware console when you start the hardware appliance. To go to the
service console from the hardware console, choose
Open Service Console
.
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